Constituent Services (311)
As an integral part of the Mayor’s Office, Constituent Services operates the 311 Call Center, the city’s innovative customer service system. This service allows residents and visitors to dial one number to make service requests, obtain valuable information about City or neighborhood services, or be connected with a specific department.
Constituent Services is staffed by professional and courteous customer service representatives, who take calls and log service requests into a state-of-the-art computer system that routes the requests to the appropriate department for resolution. The system also allows the representatives and the relevant department personnel to monitor the progress of each request.
In addition to helping the city deliver more timely service to residents, the tracking system allows the city to identify trends in service requests, assess how quickly they are being addressed, and decide how to best allocate resources within departments and across the city government.
The customer service representatives also handle information and referral calls about Family Outreach and Community Issues. Our mission with the Family Outreach Program is to serve residents of the City of Somerville who have problems associated with family issues or who lack information about resources, benefits, services or programs available for low and moderate-income residents.
For all inquiries associated with the above issues, residents and visitors may simply dial 311 from any Somerville telephone (617-666-3311 from outside of Somerville). Operators who speak Creole, Portuguese, and Spanish are available during regular business hours. Our dedicated TTY line for the hearing-impaired constituents is 1-866-808-4851.
Please remember to continue dialing 911 for all police, fire, and health-related emergencies.